• Champion customer success by taking full ownership of complex hardware and software cases from escalation through resolution, delivering expertise and accountability at every stage.
• Leverage advanced diagnostic tools and cutting-edge techniques to strategically isolate, reproduce, and resolve even the most complex technical challenges.
• Act as a strategic bridge between customers and engineering teams, translating real-world challenges into high-impact insights that directly shape product roadmaps and drive meaningful improvements.
• Lead and inspire junior support engineers through hands-on mentorship, sharing best practices and developing the next generation of technical support talent.
• Contribute to the creation and improvement of technical documentation, FAQs, and internal troubleshooting guides.
• Perform or support remote and on-site system installation, configuration, integration, and training.
• Expertly manage and track escalated cases using industry-standard platforms like Salesforce and Jira, consistently exceeding SLAs and customer satisfaction targets.
• Support software and firmware deployments, including pre-release testing and validation when required.
• Collaborate with cross-functional teams (Engineering, Product, QA) to ensure customer issues are accurately captured and resolved.
• Join a global 24/7 support community, contributing to on-call and after-hours rotations that showcase your commitment to customer success across time zones.
• Awareness of and adherence to QEHS policies and procedures. e. Quality, Environment, H&S and IT Security policies

• Degree or equivalent qualification (e.g., BEng, BSc, HND) in Engineering, Electronics, Computer Science, or related technical field.
• Demonstrable experience in a technical support or customer-facing engineering role, ideally in a high-tech or test & measurement environment.
• Demonstrated experience with RF test equipment (e.g., spectrum analysers, power meters, oscilloscopes).
• Strong skills in problem analysis, root cause identification, and solution design in real-world customer environments.
• Solid experience with support platforms such as Salesforce and issue tracking tools like Jira.
• Familiarity with Linux environments, including basic system administration, scripting, and debugging.
• Proficient in creating and maintaining technical documentation and providing structured feedback to development teams.

Experience

• Knowledge or hands-on experience with GNSS (Global Navigation Satellite Systems) and positioning technologies.
• Experience working in cross-functional teams or in a matrixed support engineering model.
• Exposure to networking and communication protocols, especially those related to timing, synchronization, or embedded systems.
• Experience with virtualization platforms (e.g., VMware, Hyper-V) and remote troubleshooting techniques.
• Interest in or exposure to systems integration, automation, or scripting (e.g., Python, Bash).

Behaviours

• Takes bold initiative in tackling complex problems and champions solutions through to closure with minimal supervision, demonstrating true ownership and drive.
• Builds lasting customer relationships through genuine empathy, exceptional communication, and outstanding interpersonal presence in every interaction.
• Comfortable working under pressure and managing multiple open issues with varying priorities.
• Proactively shares knowledge and best practices to support team development.
• Demonstrates ownership and accountability, balancing short-term resolution with long-term customer success.
• Thrives in dynamic environments with a passion for continuous learning, eagerly expanding technical expertise and staying ahead of industry trends and product evolution.

Careers Privacy Statement***Keysight is an Equal Opportunity Employer.***